Fleet Farm — Local services in Fargo

Poor Policies and even worse Customer Service.

Placed an order for 4 items on 11/25/2020 – the Black Friday Sale. Since none of the items were available locally, I ordered them to be shipped. On 11/27/2020, I received notification that one of my items was shipped that day. On 12/1/2020 at 9:38AM, I received notification that the 2nd of my 4 items had shipped. On 12/1/2020 at 9:45AM, I received notification that the 3rd of my 4 items had shipped. On 12/1/2020 at 2:25PM, I received notification that my 4th item had been cancelled because they were unable to verify the form of payment provided for my order – MW**. I then called their Customer Service number and talked to a gal by the name of Rebecca. Rebecca was not very understanding at all and told me that my credit card company declined the charge when they attempted to charge the 4th item on the order. I told her that I didn’t understand why that would be since there were others that went through earlier in the day. She said there was nothing she could do to assist me. I then asked to speak to her supervisor. Charlie, her supervisor, was even less understanding than she was. He proceeded to explain to me their process and how they have different warehouses that they ship out of and they didn’t actually charge me for my items at the time I purchased them, but instead they just do a pre-authorize when the order is placed and then bill when the items actually ship. I explained to him that maybe one of the reasons my order was declined is because there were 3 other charges to Fleet Farm that day, including one that was for the exact same amount as the one that was declined. I told him that while I was on hold, I checked and they still had that boot in stock, and actually now had it in stock at my local store. He told me that I can then go buy it at my local store. I told him that I could, but wouldn’t get it at the price I ordered it for. He told me that I was right but that there was nothing he could do to help me. I then explained to him how much money I spend with Fleet Farm and that Runnings, TSC, Farm & Fleet all have much better customer service than Fleet Farm. I also explained to him that I have been in customer service for over 35 years and this must be how customer service is with big companies like Fleet Farm who only are about numbers and the bottom line. He said he would check and see if there is anything he could do and call me back tomorrow. Tomorrow has come and gone and I still have not receive a call from Charlie as was told I would. After talking to Charlie I decided to call Citibank to see why they denied the charge. After talking to Citibank, I was told that there was no denials on my account for that merchant, and that I had no denied or rejected charges on my card in the last 30 days. The Citibank guy I talked to said that it was more than like an issue on the merchant (Fleet Farm) side since they did not even receive the transaction. Fleet Farm says they are “Committed to honesty, integrity, and value since 1955”. I think they need to change that to Committed to bait & switch, excuses, and bottom line since 1955. Their customer service is some of the worst I have experienced. I would suggest Runnings, TSC, Farm & Fleet, or most any place other...

UPDATE TO PREVIOUS REVIEW-

Corporate still needs to change how they do the Black Friday early orders but am changing this to 5 stars and editing my previous review as the Fargo store made it right and again the gun counter employees (this time it was Rick that helped me) were great to work with. I was contacted by customer service on Dec. 9th and said they would look into transfer the handguns from other stores and look at honoring the Black Friday pricing. Today ( the 26th) I received a call saying the guns came in and could pick them up anytime. I went and picked them up and they honored the prices from the Black Friday ad! Very few stores would take the time to make this right and am really impressed the Fargo store did. I will continue to be a loyal Fleet Farm customer!

Previous review- The way they do their Black Friday sales are very misleading bordering on dishonest. They advertise you can go online starting at 8pm the Wednesday before and purchase items to be picked up later when they get your order together but then cancel items in your order. The problem is they do it too late to get in line to have a chance to buy them Friday morning. Last year I purchased a gun safe among other items on Wednesday and was contacted late Friday saying my order was ready but cancelled the sale of my safe. I arrived to pick up the items the next day and was told they were sold out of the safe and that was why it was cancelled even though the online order went through 2 days prior. Luckily after some discussion they found one from a cancelled order that I could take. Same thing this year. I ordered 2 handguns among other items and when I got notice to pick up my order late Friday again both handgun sales were cancelled. I went today to ask why they were cancelled and again said they were sold out even though my order went through shortly after 8pm on Wednesday. I periodically checked their website and the guns were marked as in stock until early Friday morning so the guns I ordered should have been set aside well before then. They really need to change the way they do their Black Friday sale. If you are not going to fulfill orders you shouldn't let the order go through. The only reason that I gave a 2 star rating is because of Ryan at the gun counter who was helping me out. He was the only bright spot of my visit. He went out of his way to do anything he could to help me but because of corporate policy I was out of luck. He is an excellent employee and hope he is used as a model for other Fleet...

My original review: I got my tires changed at the beginning of November 2023. They damaged my rim while changing my tire and let me know they’d call when they got a new one and would replace it for free because it was their error. I called twice and left 2 voicemails in December and didn’t get a call back. I finally got an answer the third time I called letting me know they hadn’t gotten the rim yet. It is now the end of January 2024 and I have had no calls or follow-ups about the rim. Disappointed they can’t get this taken care of in a timely matter for their own mistake. Still driving with a damaged rim.

Editing to add: This month, my husband finally went into fleet farm to see what was going on. The manager apparently lost my information and “had no way to get ahold of me” even though an incident report was filed the day it happened and I’ve called and left voicemails twice and the 3rd time I called, the person on the phone told me they hadn’t gotten the rim yet. Doesn’t add up to me. He said he would contact whoever he needed to to get this moving and get back to us. I got a call from a claims specialist today to tell me I needed to go to a dealership and get a quote. I could either get a quote for the rim or get the rim and service done elsewhere and present the quote then. This was NEVER communicated to me when this happened. I was told fleet farm would order the rim and fix it for free and they’d let me know when they got it. This has been a nearly 4-month process and I’ve been driving on a damaged rim for that long. Extremely disappointed and will likely not use their...